Companies Are Like Bad Marriages
Kathy Sierra hit the nail on the head again, this time talking about how so many companies are like bad marriages. Her visuals are funny, as usual, so check out the article.
I wonder why companies behave like that so much. Maybe when a company is big, they forget about what could make them great because so many people are used to the “bend over and take it” treatment. Her point about marketing literature vs. user manuals is a perfect example. Why do I get generic help files and black and white documentation with poorly translated directions and diagrams? Because companies LOVE to outsource support.
For every good support experience, I’ve have at least 10 bad ones. If anyone needs an example of good though, call up BFG Tech. I had to wait on hold a little longer than I would have liked, but once I was through to an operator, my issue was resolved within 5 minutes. In all fairness, I had an advantage of the typical user, I could identify my motherboard and everything else I had tried, but BFG was great about not flipping through the “helpdesk script of death” and making me check if there was power to the card. The guys knew what they were talking about, pointed me to some new chipset drivers and I was on my way to SLI.
Thinking about that experience, I have to say, it’s not always all on the company, just like it’s never all on one person in a bad relationship. Slightly more educated users can also help the tech support vs. marketing vs. consumer battle.
A lady came to me and asked me to build a high end gamming computer so she could surprise her husband returning from Iraq. I ordered a Geforce 8800 video card from Newegg.com for the price of $799.99. This card worked great for about 3 weeks and then began to have a garbled picture. I called BFG tech award winning support and was told to send to BFG and they would test the card and if the video card tested ok they would call me so they could troubleshoot the computer. They never called and 3 weeks later I get a replacement card. I install the replacement card it makes a loud screeching noise and no video. I call BFG tech support again and they tell me I’m using the power supply. I purchased a new power supply for $120.00 connected everything same problem. I switched the motherboard thinking there is a problem with the PCI Express slot. That didn’t help. Again BFG support tells me to send the card back with the same story if the card test ok they will call to troubleshoot the computer. They never call and 3 weeks later I get the card back. I installed it and it does the same thing. I installed the video card on a completely different computer and it did the same thing. Now everyone is mad. The person who bought the computer now wants to return it. We decided to give BFG one more chance. Again I send the card back. 3 weeks later it arrives I install it and it does the same thing. I replaced the video card NOT BFG for the price of $700.00. BFG will not refund my money. They tell me I have a lifetime warranty and just send it back. What good is a lifetime warranty if it is going to take a lifetime to get a working video card? Newegg.com has a 30 day cash return policy. Newegg will take it back and send me a replacement. What good is a replacement? I wouldn’t put the garbage in another computer out of fear I would have to go thru this again. Add it all up I’m $1600.00 in the hole because of this incompetent company and their tech support.
Jeff,
I’m very sorry that you are having that experience with BFG. I generally recommend their graphics cards, and the few times I’ve called customer service, they’ve been very helpful.
But since BFG isn’t an option at this point, I’d recommend looking at some XFX cards or some ASUS cards. Both should be very reliable and solid. I don’t have experience with either company’s tech support, but I’ve had numerous friends use XFX products successfully and I pretty much use ASUS motherboards exclusively. Their graphics cards should be just as reliable.
Hope that helps! Good luck with your situation, there’s nothing worse than a frustrating situation like yours.